JOB DESCRIPTION



Job Title: Customer Service Manager




Location: Vernon Hills




Reports To: Director, Customer Service & Product Support




Direct Reports: Yes




Position Summary:


We are seeking an experienced, analytical Customer Service Manager to lead our B2B Customer Service, Returns, and Order Entry operations.

This leader will be accountable for service performance, timely and accurate order processing, issue resolution, workforce effectiveness, employee engagement, and the continued development of the team.

The ideal candidate brings progressive leadership experience in a complex service or order-management environment, hands-on SAP knowledge, and the ability to translate data into practical actions that improve the customer experience and operational results.



Key Responsibilities:

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  Lead team performance: Direct the day-to-day work of the Customer Service, Returns, and Order Entry teams, set clear priorities, and ensure department goals and service expectations are met.
  


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  Manage B2B service operations: Oversee inbound customer contacts, order-related inquiries, issue resolution, and escalations while maintaining a professional and customer-focused approach.
  


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  Ensure accurate, timely order processing: Monitor workflow and remove barriers to the on-time and accurate processing of customer orders, returns, and related transactions.
  


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  Use data to drive decisions: Develop, monitor, and communicate operational metrics and trends.
  
  Analyze call, order, backlog, quality, and service data to identify root causes, risks, and improvement opportunities.
  


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  Coach and develop employees: Provide regular feedback, coaching, and development.
  
  Complete performance evaluations and hold employees accountable for expectations and results.
  


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  Manage workforce needs: Oversee scheduling, workload coverage, timekeeping, and attendance compliance to support customer demand and business priorities.
  


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  Hire and onboard talent: Participate in recruiting and selection, lead effective onboarding, and ensure new employees are trained on systems, processes, and service standards.
  


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  Maintain training and procedures: Create, update, and reinforce training materials, standard work, policies, and procedures to improve consistency and knowledge retention.
  


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  Partner cross-functionally: Work closely with Supply Chain, Distribution, Product Management, Sales, IT, and other business partners to resolve issues, communicate customer needs, and implement process improvements.
  


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  Lead continuous improvement: Identify opportunities to simplify work, improve service levels, strengthen controls, and increase efficiency through process, system, and reporting improvements.
  


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  Strengthen employee engagement: Maintain regular communication, recognize contributions, address concerns, and support employee growth and retention.
  


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  Build alignment across teams: Create consistency across Customer Service, Order Entry, and Returns through clear expectations, strong communication, and shared ownership of customer and operational outcomes.
  


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  Lead change and technology adoption: Guide employees through system, process, and organizational changes while reinforcing communication, training, adoption, and accountability.
  

• Bachelor's degree or equivalent combination of education and relevant experience.
  


• Minimum of five years of people-management experience in a B2B customer service call center or similarly complex customer service operation.
  


• Previous SAP experience, including working with customer orders and related service transactions.
  


• Strong analytical skills with demonstrated experience using data, KPIs, and operational reporting to identify trends and guide decisions.
  


• Proven ability to lead, coach, and develop employees while driving accountability and measurable results.
  


• Experience managing customer escalations, conflict resolution, and cross-functional problem solving.
  


• Excellent written and verbal communication skills, with the ability to communicate clearly with employees, customers, and business partners.
  


• Strong business acumen, attention to detail, organization, and the ability to manage multiple priorities in a fast-paced environment.
  


• Proficiency with Microsoft Office, particularly Excel, and experience with call center or customer contact technology.
  


• Experience leading employees through process, system, or organizational change.
  

• Experience leading teams responsible for customer service, order entry, and/or returns.
  


• Experience building dashboards, scorecards, or recurring operational reporting.
  


• Background in a manufacturing, distribution, or consumer products environment.
  


• Experience leading process improvement, system implementation, or automation initiatives.
  


• SAP S/4HANA experience.
  

• Balances customer focus with operational discipline and sound business judgment.
  


• Uses facts and data to understand problems, set priorities, and follow through on results.
  


• Builds ownership within the team rather than solving every issue for employees.
  


• Creates strong partnerships across functions and communicates risks early.
  


• Remains calm, professional, and decisive when managing urgent or complex issues.
  


• Leads with consistency, approachability, and a genuine commitment to employee development.